3 Workforce Dialer Jobs

As a Workforce Services Specialist at Accenture, you will be responsible for aligning people and resources to business objectives in a strategic manner that optimizes scheduling and performance management. Your role will involve maximizing performance levels and competencies within the organization, focusing on workforce management activities such as field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling, and analytics. You will work towards maintaining a productive workforce by ensuring strategic alignment of resources based on agent availability, forecasted call volume, and revenue targets. Your responsibilities will include handling customer queries, resolving escalations and complaints, ensuring fault closure within SLA's, and collaborating with the Workforce Management team to drive continuous improvement in service delivery performance. In this role, you will be expected to possess skills in resource capacity forecasting & planning, workforce analytics, problem-solving, and numerical ability. You will analyze and solve moderately complex problems, create new solutions, understand the strategic direction set by senior management, and interact with peers and clients within Accenture. You may be required to work in rotational shifts, manage small teams, and make decisions that impact the team's performance and goals. Your role will also involve partnering with regional leads, ensuring compliance with internal and client audits, and driving innovation in the workforce management space to improve efficiencies. If you are a highly skilled professional with 7 to 11 years of experience, proficient in workforce dialer and management, and possess expert English language abilities, we encourage you to apply for this exciting opportunity at Accenture.,

As a Workforce Services Senior Analyst at Accenture, you will be part of the Customer Support vertical, where your primary responsibilities will include managing and resolving customer queries, handling escalations and complaints from dissatisfied customers, and ensuring the best possible resolutions. Your role will also involve closing faults and complaints within SLAs. Your key focus will be on strategically aligning people and resources to business objectives in order to optimize and automate scheduling and performance management based on agent availability, forecasted call volumes, and revenue targets. The Workforce Management team, to which you will belong, plays a vital role in maximizing performance levels and competency within the organization. This encompasses various activities such as field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling, and analytics. As part of the team, you will be responsible for owning client relationships and collaborating on Capacity Planning/Schedule Adherence to provide insights and feedback on performance capacity gaps and opportunities. Your role will involve identifying, evaluating, and driving continuous improvement in Service Delivery Performance, as well as innovating in the workforce management space to enhance efficiencies. Additionally, you will ensure adherence to revenue and cost targets, own efficiency improvement goals, and partner with regional leads to maintain compliance with internal and client audits. To excel in this role, you should possess proficiency in Microsoft Excel and PowerPoint, along with being adaptable, flexible, and capable of working effectively in a team environment. Strong written and verbal communication skills, agility for quick learning, the ability to meet deadlines, and expertise in Workforce Analytics and Workforce Experience Analytics are also essential. In your daily tasks, you will be expected to analyze and solve increasingly complex problems, with interactions primarily with peers within Accenture and occasional engagement with clients and/or Accenture management. While you will receive minimal instruction for daily work and tasks, you can anticipate a moderate level of guidance for new assignments. The decisions you make will impact your own work and potentially that of others. This role may involve working in rotational shifts. If you have a Bachelor's degree and 5 to 8 years of relevant experience, and you are looking to contribute to a global professional services company with a focus on digital, cloud, and security capabilities, Accenture offers an opportunity for you to leverage your skills and expertise to drive value and shared success for clients, stakeholders, and communities.,

As a Workforce Services Senior Analyst at Accenture, you will utilize your expertise in Workforce Dialer - Workforce Management (WFM) to align people and resources strategically with business objectives. Your primary responsibilities will include managing and resolving customer queries, handling escalations and complaints, and ensuring the best possible resolutions for dissatisfied customers. You will play a crucial role in closing faults and complaints within SLAs, ensuring optimal scheduling and performance management based on agent availability, call volume forecasts, and revenue targets. Your contributions will help in maximizing performance levels and competencies across the organization through various workforce management activities. To excel in this role, you should possess strong skills in Workforce Analytics and Workforce Experience Analytics, along with the ability to adapt and collaborate effectively. Excellent written and verbal communication skills, interpersonal abilities, and the capacity to meet deadlines are essential for success in this position. Proficiency in Microsoft Excel and Microsoft PowerPoint will be beneficial for carrying out your responsibilities. In this role, you will be expected to analyze and solve complex problems, with interactions primarily with peers within Accenture and occasional engagement with clients or Accenture management. You will receive minimal guidance on daily tasks but moderate instruction on new assignments. Your decisions will impact your own work as well as that of others, as you function as an individual contributor or oversee a small team. It is important to note that this position may involve working in rotational shifts and requires a minimum qualification of Any Graduation. Join Accenture, a global professional services company dedicated to leveraging technology and human ingenuity to deliver value and shared success for clients worldwide. Visit www.accenture.com to explore our diverse capabilities across various industries and be part of a dynamic team that embraces change and innovation.,